AccountId: 011433970860
ContactId: 52fce4d1-22fe-4a8d-a81d-5f9f4dd80c7b
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 190720 ms
Total Talk Time (AGENT): 62093 ms
Total Talk Time (CUSTOMER): 60723 ms
Interruptions: 0
Overall Sentiment: AGENT=0, CUSTOMER=0.9
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/25/52fce4d1-22fe-4a8d-a81d-5f9f4dd80c7b_20250625T12:58_UTC.wav
--------------------------------------------
[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi, my name is [PII]. I'm calling from the University of Miami. I'm calling to see if I can get a status update for a claim.
[AGENT][NEUTRAL] I'm sure, [PII], I can assist you with claim status. Um, first, could I get a good callback number just in case we're disconnected?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Thank you. Now I need the policy number, please.
[CUSTOMER][NEUTRAL] 01659295
[AGENT][NEUTRAL] And please verify the patient's name and date of birth.
[CUSTOMER][NEUTRAL] Yep, it'll be [PII], uh, [PII].
[AGENT][NEGATIVE] And now I need the date of service and bill charges on the claim.
[CUSTOMER][NEUTRAL] [PII] and the amount is for $5,0017.
[AGENT][NEUTRAL] OK, one moment, please.
[AGENT][NEUTRAL] OK. And when was the claim submitted?
[CUSTOMER][NEUTRAL] Um, let's see.
[CUSTOMER][NEUTRAL] I wanna say it was on the [PII], so recently.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] That's
[AGENT][NEUTRAL] OK, because I'm not showing a claim on file with that date of service.
[AGENT][NEUTRAL] Um, would you like to verify how it was submitted?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Um
[CUSTOMER][NEUTRAL] No, it doesn't show up on my system how it was um submitted. Um, regardless, I don't mind submitting the claim again. Um, if you have a fax number, I can go ahead and start working on it.
[AGENT][NEUTRAL] OK. Yes, sir. Our fax number is [PII].
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] And please attention to the claims department.
[CUSTOMER][NEUTRAL] All righty. The name of the insurance, I think it was Allied? No.
[AGENT][NEUTRAL] Um, American Public Life.
[CUSTOMER][POSITIVE] Perfect. All righty. And then for my notes, um, if I could just have your first name and a call reference number?
[AGENT][NEUTRAL] Yes, for the reference number, you can use my name and today's date. My name is [PII]. Um it's spelled [PII] My last initial is [PII] and today's date. Um, is there anything else I can assist you with?
[CUSTOMER][POSITIVE] No, ma'am. You've been helpful. Thank you.
[AGENT][POSITIVE] Yeah, thank you, [PII] for calling APL. You have a great day. Mm bye.
[CUSTOMER][NEUTRAL] Likewise. Bye-bye.
[AGENT][NEUTRAL] Mhm